Experience

Evergreen Finance

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Quality Assurance Officer

  • Feb 2020 - Present

  Within a small team and a fairly new company, It is my responsibility to conduct all the quality assurance checks. Within the different areas of the business such as; complaints, collections and lending. It is my duty to review the quality of the works completed. Ensuing each area is operating within both the industry required standard and the company standards. Part of my role is to conduct monthly 1-2-1’s around the QA feedback. My ability to identify patterns and areas of improvement, I am able to offer and assist with any required training to support agent development. With an added task of providing monthly reports, I am able to assist the operations manager with ideas on continuous improvement and maintain a conscious approach to the customers overall journey. Show less



Oakbrook

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Quality Assurance Officer

  • Feb 2018 - Oct 2019

  Using a scorecard system, my role was to review and score the customer contact and overall journey. Marking a variety of customer interactions from both collection & general calls undertaken by our internal agents, external agents and debt recovery agents. I was also responsible for marking, application calls and approvals, general account maintenance tasks; such as the processing of debt management contact and the associated tasks. There was an additional responsibility of reviewing the quality of written contact via email and online queries. Oakbrook finance is home to LikelyLoans, and with such a large portfolio comes a big demand to service customers. Working in this role allowed me to demonstrate an ability to complete a large work load month on month, and also provide quality feedback. As I was also responsible for providing suitable guidance and training where necessary. My ability to work with all types of people without bias or prejudice, helped me to gain successful and visible results following agent training and 1-2-1’s. Show less